Sibu Water Board (SWB) service quality and impact to customer satisfaction / Anjal Jawan

• Main Author: Jawan, Anjal
• Format: Student Project
• Language: English
• Published: 2015
• Subjects: Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/81816/1/81816.pdf; https://ir.uitm.edu.my/id/eprint/81816/

This research aims to investigate the relationship between the service quality and customer satisfaction at Sibu Water Board (SWB) by using SERVQUAL analysis. It also aims to examine the influence and effect of applying quality service towards customer satisfaction and to identify which of the five (5) dimensions of SERVQUAL has the greatest influence on customers’ satisfaction. The five dimensions of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, are the identified independent variables, while customer satisfaction as the identified dependent variable. Each of the dimensions of SERVQUAL was tested to determine and measure the relationship with customer satisfaction. Utilizing descriptive survey research design and modified SERVQUAL questionnaire to collect primary data from samples of 187 respondents, the study finds that service tangibility, reliability, responsiveness, empathy and assurance are positively correlated with customer satisfaction.